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Robert Thompson
This document describes the steps to take when troubleshooting inability to access the internet
Problem: Desktop Internet browser cannot access work related web server or public web sites.
1. Make sure the client you are using is properly connected to the network. This consists
a. First check if the Ethernet cable is properly connected to the client, and the cables
connecting the client to any switches and routers as well. When properly
connected look for the link lights near the outlet for the UTP cable, if it is green
you are running at full speed [see (1.c)], if it is amber you are not running at full
b. You can/should use a cable tester to ensure there are no breaks in the cable and/or
open circuits. If there are, replace the cable and plug it in.
c. Check to see if you can access the web. If you still cannot, proceed to next step.
d. Check the switches and the routers the client is connected to via the
aforementioned cable and make sure they are powered on. If they are turned off,
turn them on and repeat (1.c). If you still cannot connect to the internet, move on
to (2).
2. Make sure the client can identify the network. Much of this step is done in the Command
Prompt. To open the Command Prompt, click start on the desktop and in the search field
type Command Prompt then hit enter. A black box will appear with a blinking
underscore.
TROUBLESHOOTING WEB SERVER/INTERNET ACCESS 3
a. First, check to make sure the client is sending and receiving packets. In the
Command Prompt, type ping 127.0.0.1. This is the loopback address, it will send
and receive packets of data to itself. If you do not receive packets of data back
after this ping command, the Network Interface Card (NIC) is malfunctioning,
i. If the NIC is malfunctioning, you will need to replace it and update the
routing tables with the new NICs MAC address. After replacing the NIC,
go to the Command Prompt and type ping [enter default gateway here]
switches and the default gateway router) which will then update their
routing/ARP tables with the new NICs MAC address. Repeat (1.c).
b. Check to see if the client can see other clients on the network. In the Command
Prompt, type: arp a this should display the IP address and MAC address of other
c. If you received packets after pinging the loopback address and the default
gateway, and you can view other clients IP addresses after using arp, check to see
you received a response, see (2.d). If your response still timed out, move
on to (2.c.ii).
ii. If you did not receive a response after pinging the IP address and domain
name outside the network, it could mean the internet is down and you
should contact your ISP. There are other possible areas to check though
d. Check the DNS resolution. In Command Prompt, type nslookup. This command
will display the Default server and the address of the server you are connected to.
This will confirm whether or not your client can identify the network. If you did
not receive a response, the DNS server is not responding properly and you need to
new IP address lease). This will completely reset the clients IP address
information and could probably solve the problem. Repeat (1.c). Commented [R3]: Layer 3: Network Layer
TROUBLESHOOTING WEB SERVER/INTERNET ACCESS 5
3. After flushing the DNS, open a web browser and attempt to connect to a public website.
Open a Command Prompt and type netstat -a this will display the open TCP/UDP
connections on your client. Look for a TCP connection with your local IP address, the
foreign IP address of the website you are attempting to connect to, and identify the state. Commented [R4]: Layer 4: Transport Layer
a. Under the state column, if it displays Established or Listening in the row which
your local IP address and public IP address you are trying to connect to, it means
b. If you cannot find your local IP address and the public IP address of the website
you are attempting to connect to in a displayed row, it means you are not
4. After ensuring that you can establish a session, but still are unable to access public
websites check your firewalls port permissions. In your router settings, ensure that Port
80 is opened. Port 80 is the TCP/IP port that enables HTTP access. See (1.c) Commented [R5]: Layer 5: Session Layer
5. Check to see if the user has permissions and proper credentials to access the internet by
logging on with administrative credentials. If they do not have permissions, enable them. Commented [R6]: Layer 6: Presentation Layer
See (1.c).
6. If they can still not access public websites, attempt to use a different internet web
Source:
Meyers, M. (2012). Mike Meyers' CompTIA Network+ Guide to Managing and Troubleshooting Networks